SSEO - How to Access and Use the Execution Log for Troubleshooting

How to Access and Use the Execution Log for Troubleshooting

The Execution Log in NetSuite is one of the primary tools for diagnosing issues related to SuperSync Email for Outlook. Because this log is tied to a RESTlet script record, administrative access is required to view it.

This guide explains how to access the log and outlines common scenarios where reviewing it is recommended.

Important:

Access to script records and execution logs requires a NetSuite Administrator role or a custom role with equivalent script-level permissions.

Follow the steps below to locate the RESTlet script and view its execution history.

Step 1: Navigate to the Scripts List

  1. In NetSuite, open the main navigation menu.

  2. Select Customization.

  3. Hover over Scripting.

  4. Click Scripts.

Step 2: Locate the SuperSync Email RESTlet Script

  1. In the Scripts list, locate the script named:
    SuperSync Email RL
    Type: RESTlet

  2. Click View to open the script record.

Step 3: Open the Execution Log

  1. On the script record, select the Execution Log subtab.

  2. The log will display all RESTlet activity, including timestamps, request types, parameters, and any errors encountered.

When an Admin Should Review the Execution Log

Admins should review the Execution Log whenever users experience unexpected behavior in SuperSync Email for Outlook. Common scenarios include:

The Outlook Add-in Takes Too Long to Find Results or Log Records

Examples include:

• Slow responses when searching for matching NetSuite records
• Delays logging emails or creating NetSuite records

The Execution Log helps reveal:

• Slow RESTlet processing
• Long-running or inefficient saved searches
• Large data payloads
• Script usage spikes or execution timeouts

The Outlook Add-in Does Not Show Expected Results Even Though Permissions Look Correct

This may occur when a user’s SuperSync Email Profile is correctly configured but the add-in still:

• Shows no matches
• Displays incomplete or outdated results
• Returns fewer records than expected

The Execution Log confirms whether the RESTlet:

• Is running the intended saved searches
• Is returning the appropriate records
• Is receiving the correct role and permission context

Issues often revealed include:

• Saved search visibility problems
• Misconfigured filters
• Missing field or record permissions

System Behavior Does Not Match Expected SuperSync Functionality

Examples:

• Actions fail such as logging emails, loading record details, or creating records
• Buttons are unresponsive or incomplete actions occur

The log may expose:

• Unauthorized request errors
• Missing or malformed parameters
• Script exceptions or validation errors

The Add-in Displays Errors or Blank Screens

Examples include:

• “Error retrieving data”
• Panels not loading
• Completely blank results

Execution logs often reveal:

• NetSuite script errors
• Saved search failures
• Permission or role conflicts
• Improperly formatted RESTlet requests

Confirming Whether RESTlet Calls Are Reaching NetSuite

If the add-in loads but shows:

• No matches
• No results
• No activity

Reviewing the log tells you whether the RESTlet is being triggered at all.
If no entries appear, it may indicate:

• Inactive or disabled deployment
• Incorrect environment URL
• Authentication or connection issues

Tips for Effective Troubleshooting

• Always verify you are viewing the correct environment (Sandbox vs Production).
• Sort by Date to review the latest entries.
• Look for Error, Audit, or Debug entries for detailed insights.
• Cross-check user-reported timestamps with entries in the log.

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